IT Support Lead

At Catawiki, every day brings the extraordinary! Whether it’s Daniel Ricciardo’s Formula 1 Car , a Woolly Mammoth’s Skeleton , Lady Gaga's Jumpsuit or Usain Bolt’s running shoe , we encounter exceptional objects every day. We’re a one-of-a-kind marketplace for buying and selling special objects. Each week, more than 100,000 unique items are auctioned, all carefully curated by our passionate in-house experts. Having sold over 25 million unique objects, our mission is to become the world’s most popular destination for special objects. As a growing, diverse and sustainable scale-up, we proudly live by three core values. If these values resonate with you, we’d love to explore how you can join us. Taking ownership and driving impact Being open to change and feedback Being passionate about our mission and our customers. About the role As IT Support Lead, you will play a central role in delivering a reliable, secure, and high-quality technology experience for Catawiki employees. You will lead the day-to-day IT support function, ensuring colleagues receive timely and effective assistance while continuously improving our processes, service standards, and employee experience. This is a hands-on leadership role combining technical support, operational ownership, team development, and stakeholder management. You will remain closely connected to day-to-day support while helping the team work consistently and effectively. You will oversee the employee IT lifecycle from onboarding to offboarding, with a focus on frontline service delivery, endpoint support, eSIM services, IT inventory, logistics, workplace technology, and operational improvements. What you’ll do IT Support Leadership & Employee Experience Lead the daily IT support operation, ensuring incidents and requests are prioritised, tracked, communicated, and resolved effectively. Provide hands-on support across hardware, software, identity, access, network, and collaboration tools. Serve as an escalation point for complex technical issues and employee-impacting incidents. Establish and maintain high standards for IT support quality, responsiveness, documentation, and customer experience. Coach, mentor, and support IT colleagues, helping them develop their technical skills and adopt consistent ways of working. Monitor support trends, service levels, recurring issues, and employee feedback to identify improvement opportunities. Build and maintain a knowledge base of technical documentation, how-to guides, and FAQs. Proactively improve the employee IT experience through scalable processes, automation, and user-friendly solutions. Help ensure a smooth and consistent employee experience throughout onboarding, internal transfers, and offboarding. IT Systems Support & Service Operations Act as the primary operational contact for employees requiring support with core IT systems and workplace technology. Support the day-to-day operation of Okta, Google Workspace, Slack, Jira/Confluence, Jamf, and other business applications. Handle user-facing support, troubleshooting, access requests, onboarding activities, and issue escalation in line with established processes and policies. Carry out approved operational tasks such as user provisioning, access changes, device enrolment, software deployment, and equipment configuration. Escalate complex platform issues, recurring problems, and system risks with clear documentation and impact assessment. Support the testing, rollout, and adoption of system changes, upgrades, and new tools. Maintain accurate support documentation, operating procedures, and knowledge-base articles. Gather employee feedback and recurring support insights to help improve system configuration, processes, and usability. Manage eSIM services, including provisioning, activation, replacement, deactivation, troubleshooting, and lifecycle administration. Manage relationships with eSIM providers and ens